March 16, 2020
With all of the recent events including today’s Shelter-in-place Order for the Bay Area, I feel it is important to update you once again.
As part of the Shelter in Place Order, Internet access is named as an essential service and has been given a clearly defined Exemption from the order. Sail Internet will continue to stay open for business and we will do everything we can to keep your service working properly, even as other businesses are closing. Our team was already highly distributed around the Bay Area, and “social distancing” is nothing new for us. Please see our Health and Safety Policy for details on our on-site precautions.
With our customers now staying at home virtually 24x7 and depending even more than usual on their internet service, we are experiencing a significant increase in customers reporting “slow internet”. Overall, we believe our network has the necessary capacity to handle the increase in usage, but we take every customer trouble ticket seriously and will do our best to isolate and resolve any network issues that arise and also provide guidance for customer home network issues.
If your internet service seems slower than usual but is otherwise working normally and not interfering with your activities, we do ask for patience. We want to give priority to customers with service-impacting issues. As always, you may check the Network Status page in our support section to see if we are experiencing a significant issue.
Thanks for your support as we navigate these difficult times.
Kevin Fisher, CEO
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